Samsung Store Reviews 155

I'm a regular customer and recently visited the Samsung store on Oxford Street. After the busy period, I had the absolute pleasure of being served and helped by "KAY". It was essential to leave this review because his level of professionalism is truly rare and incomparable in London's retail scene today.

"Kay" demonstrated exceptional and wonderful problem-solving skills, calm confidence, and a solution-focused mindset, without any hesitation, on a busy and under-pressure day. Even when customers are stressed, which often happens when a phone is not working, he managed everything with patience, clarity, and reassurance immediately, creating a calm and positive atmosphere, representing the company in a professional manner.

He listened carefully, explained everything clearly, advised me for the best, and found a solution quickly and efficiently. His customer-handling skills were outstanding. At one point, I genuinely thought he was a manager part of the engineering team, but he told me he wasn't.

I believe it is very important for the company to know what a valuable asset "Kay" is. He deserves not only recognition from store management but also attention from Samsung's head office, if they read this, as this level of professionalism represents the company at its very best. Samsung is fortunate to have someone like Kay. Service like this is rare, memorable, and truly appreciated.

With his skills and professionalism, I have no doubt, and I’m very confident that "Kay" has an exceptional career ahead of him. Well done, "Kay" and good luck. You gave me the best, and you deserve it as well. Thank you so much for all, I truly appreciate it.

The app store has scams on there and when you try to get a refund they give you the runaround and a hard time and they give you numbers to call that are not existent numbers.

I have had several experiences with Samsung customer service, In the USA and abroad.

First I bought a Galaxy S22 for over $1000. It had a lot of funny glitches, like the volume suddenly going to zero with no explanation or the screen freezing for no apparent reason. Samsung CS offered repeated suggestions to update software (I did) and absurd excuses but no answers.

Next I bought Samsung earbuds that cost 180.00. Failed in 6 months. I got only half of my money back after repeatedly proving purchase.

On 8-17-2025, the Samsung “experience” store sold my girlfriend a Galaxy A26 5G with the promise of a 7-day money-back guarantee. It garbled and interrupted conversation constantly and had poor reception (as compared with her previous 4-year old Honor phone). When we tried to return it to the point of sale (Samsung Experience Store Gaisano Island Mall Mactan), they gave me the hidden details. Their repair center---miles away---has to confirm a technical problem. Otherwise, they refuse the return.

My advice is simple. Buy an iPhone. Everyone I know has few problems and raves about them. And you can walk into any “genius” store, be treated with respect and have your problem solved on the spot.

JSmith

Samsung Canada is garbage, I bought a TV, it arrived with the box open, dirty, it undoubtedly happened on the way. Samsung Canada acknowledged that it arrived in unacceptable conditions. They promised me an exchange and finally they blamed me, who has no control over what happened between the distribution center and the truck, the solution to the problem, the best that Samsung could do was send you something open, promise you a refund and deny an exchange, blaming me. The customer service is horrible, the customer service's English is terrible, I asked to speak to a manager, first he said yes, then he didn't want to talk, extremely unprofessional, do not buy anything because if there is a defect, they have the policy that if it is opened, they do not accept returns under any circumstances.

Called Samsung and chatted with a Mike, all I wanted to know is how to register for my TV, 40 miutes later still no instructions provided, he had me go to a few links which did not work. At the end I told his his service sucks and I will be returning my 55 in Tv back to Best Buy for a refund. Extremely poor service . I'm done with Samsung.

Once upon a time, Samsung was a great company with great products and great support. Those days are long gone.

I bought an S3 Ultra smart phone, specifically for the camera to take nice pictures of my kids. From the second week of owning it, i started getting "Camera failed" messages whenever i tried to open the camera app.

I repeatedly tried to get it serviced, they kept telling me that it's a software problem due to interference with some app i installed. I kept fighting it using all the tips people left online... deleting the camera app cache, changing the settings to the lowest level, and restarting it in safe mode. I could usually get it working after some effort.

Eventually, all of these tricks stopped working and i had a $2000 phone bought specifically for a great camera that doesn't work.

I reached out to support yet again. Was told they'd get it fixed despite the screen being repaired, under a special one time out of warranty coverage for customer satisfaction, with a guarantee that i would not be charged a penny.

I sent the phone in for repairs, got an estimate from their partner that it would cost $900 for a repair. I reached out to support yet again, they said they filed the support request incorrectly, and that i need to pay the repair company the $35 fee to return my phone so that they can set it up properly so that i could send it again.

I brought up the point that they promised it would be fully covered. They said that they need to escalate this, and that I would hear back soon. A week went by, I wrote in again. The agent promised a response in under 24 hours. Another day went by. No response. So back on their outsourced support with yet another agent who barely speaks english.

He's now willing to get the phone back to me without charge, but refusing the twice promised fully covered repair.

I will NEVER buy anything from this shell of a company again... and am advising everyone i know to stay away from them as well.

Save yourself the misery, choose anything but samsung.

I called tech support because I was no longer getting read receipts when someone read one of my texts. I spent over half and hour with someone who could barely be understood, and she screwed things up even worse. Now, I can´t even send a text, let alone get a receipt. Then I called again today, and the agent screwed up this time, too, and wanted me to go and re-install and double-check this and that, yet he had full remote control. Useless and ridiculous Customer Service.

Visited the Bristol Samsung Store to purchase a new phone. Asked to transfer the sim card and information from my old phone to the new one. I found staff to be inflexible and the service was very poor due to lack of knowledge and professionalism. I paid more than I would have anywhere else had to wait for four hours. Not a shop that I would ever visit again or recommend to anyone.

Visited this store with a faulty screen on my Samsung A12, this was the assistant’s diagnosis. Irreparable without losing the data is what I was told. You need a new phone was the advice given.
Seeking a second opinion is what I decided to do. Within a mile of this Samsung store the phone was repaired without losing any data whatsoever.
Staff need better product training to advise on faults with Samsung phones or maybe they are trained to advise that you need to replace a faulty Samsung phone.

Chat support is so bad, they don't offer an exchange program for another model, so I have to return this tablet and buy a new one and I've been for more than 1 hour in the chat trying to do that, but their team keep changing from one to another "dedicated team" giving me the exact same info and not moving forward in helping me with my need. What a horrible service. I already spoke to Steve, then Sheldon who was the worst and now Steve again. Today is Ap 25, 2025. And the chat was between 2:35pm to 4:37 and in a call between 3:24 to 4:28 (with Eder and then Manny, who was also gonna transfer me to a 3rd person). By this time I wanna give all my Samsung devices away and buy it all Apple, because you guys cant keep a customer service. Lame.

Exceptional Service from Peter at the Edinburgh Samsung Store!

As a 70-plus lady who dislikes buying new phones, because I'm not fond of technology, I dreaded the experience. However, Peter at the Edinburgh Samsung store made it enjoyable! He patiently helped me choose the best phone for my needs, ensured I received the best deal and even transferred all the data from my old phone.

I settled on a Samsung Galaxy A36, and thanks to Peter, the entire process was smooth and stress-free. He was knowledgeable and friendly and took the time to explain everything in a way I could understand. His professionalism and customer-focused approach truly stood out.

If you're looking for excellent service when buying a Samsung device, I highly recommend visiting this store and asking for Peter!

Fantastic phone, battery lasts long. It gets a bit warm during gaming, but nothing too bad

I order in future never again with Samsung es because they work with paack that not deliver because they say adress is wrong but the adress is corectly

Hi,
Samsung MicroSD card stopped working after 1 year, ticket 5134718690 was opened more than 2 months ago with a request to send a replacement. All purchase and product info was provided.
During the last 2+ months, I followed up on the resolution of the ticket weekly. Every time I received a nice thank-you email with assurance that the ticket was being handled. Once in a while an agent asked me to contact a different department ( already contacted before with a clear statement in my emails). Until now no card was sent.
Such service is absolutely unacceptable.
It's the worst service I've ever experienced

I have been a longtime Samsung customer since 2009. I've owned many Samsung products, including TVs, tablets and phones. I have not seen a company go downhill as fast as Samsung in recent years.
Hands down the WORST customer service ever. Do not try to save by using their Device Trade-In offers (it is a scam and they will find a way to deny your trade and charge your credit card without your permission). They have no qualms about charing you an additional $1000+ dollars without your consent or any warning.
Steer clear of the Samsung of today because it is evil and only cares about getting more of your money.

Would deserve 0, but i can, never received the package, and don't want to reimburse or redelivered. What a SCAM !

I bought TV Q 75 inch two years ago with extended warranty, after six months of Purchase that my remote stop working. I start complaining customer care four times I talk with them in chat And last I called. The person from customer care I talk with her name is “Dasha” she gave me a wonderful “SORRY, we cannot help” From last one and a half year I was keep complaining but today my warranty expired and now they say we couldn’t give you any new remote. You have to buy from your own pocket. It’s their fault they didn’t send me. I was keep complaining for one and a half year and see what I get today. I am really fool that I bought extended warranty in case anything happened with my TV or Remote it happen but I lose my money and my remote. It’s a great great Samsung Canada customer service people please. I advise you if you buy anything from Samsung make sure you are aware of all the terms and condition otherwise you’re gonna lose your money and your time. Worst customer care is Samsung Canada. I advise you another thing please go with the other companies like LG and Sony.

We purchased a floor model slide in range from a Samsung authorized dealer and when it was delivered we discovered the knob on the triple burner control was the wrong one. Samsung has refused to replace it because they say it could have been switched in the store. We did not find this response at all helpful particularly as a replacement knob is listed at CDN 101 on both their parts store and from an independent appliance parts dealer.

Washing machine under guarantee bought from Costco started sounding loud, they sent a subcontractor company “Electro Experts – Laval” to fix the issue.
It has been 4 months struggling with this nightmare “Electro Experts – Laval” in back and forth, and they never fix the problem, the customer service with both is nightmare, it unbelievable.
Finally, I had to buy a new washing machine (we had to wash our clothes) and pay 1400$, so if you don’t want to be SCAMED, Avoid both Samsung and Electro Experts – Laval.

Terrible service, we are trying to solve an uncompleted delivery and get no response and no help.
Paid for fast delivery and Haul away. Delivery was delayed in 3 days beyond the date they gave us and we are stuck with our old machine